Agile Service Management

Trinity Horne has extensive experience of improving operations management effectiveness within the services industries – Utilities, Communications, Support Services, Finance and the Public Sector. From an operations perspective, service management is an eco-system of integrated resources involved in the provision of services to customers. It has been defined as the ‘design, planning, execution, control and monitoring of service activities with the objective of creating net value, building a competitive infrastructure, leveraging local and global capacity, synchronising supply with demand, and measuring performance globally’.

We work with our clients to take a holistic view of the entire service delivery process, and thereby gain a competitive advantage through balancing cost and service delivery. We look to maximise effectiveness throughout the delivery chain through a combined focus on the following:

• Customer relationship management
• Customer service management
• Demand Forecasting
• Supplier relationship management (Outsourced Services)
• Service proposition design
• Workflow Management
• Service Provisioning
• Service Assurance (repair & fix)
• Returns Management
• Performance Management

For more information about our approach to Agile Service Management, please contact us.